Fin AI Agent is designed to provide confident, helpful answers to your customers. However, there are a few reasons why it may not generate a response even when content is available. A common scenario is when the customer's browser language doesn't match the language of your support content, and you do not have real-time translation enabled.
Real-time translation vs translated content
Real-time translation allows Fin to answer customer questions in the customer’s preferred language, even if your knowledge base content is only available in a different language.
If a customer asks a question in a language (e.g., Portuguese) that does not match the language of your knowledge sources (e.g., English), Fin won't be able to provide an answer unless real-time translation is enabled.
With real-time translation enabled, Fin automatically translates the customer's question into the language of your knowledge base, finds the relevant answer, and then translates the response back into the customer's language.
Key points:
Without real-time translation: Fin can only answer if the customer's language matches the language of your content.
With real-time translation: Fin can answer in the customer's language, regardless of the language your content is written in.
Enabling real-time translation ensures that Fin can always respond in the customer’s preferred language, even if your content is only available in another language.
You can enable this in your workspace by going to Fin AI Agent > Fin settings> Fin's multilingual support.
Note: You also need to specify which languages Fin supports.
Lack of confidence in content
Fin may not find relevant content with high enough confidence to generate a reliable answer.
In these cases, Fin might:
Share context from available sources.
Express uncertainty.
Attempt to answer if possible, or ask the customer for clarification.
Customer handover requests
If a customer requests to speak with a human before asking a question, Fin will not attempt to answer.
The conversation is immediately routed to your team, and Fin follows the handover path without generating a response.
This creates a smooth, positive experience. A well-executed handover is a valuable part of the customer journey, ensuring a seamless transition to the right team member.
Resolution state is unknown
Sometimes, Fin may only send greetings or clarifying questions without providing an actual answer.
In these situations, you might see the conversation state as "resolution state unknown."
This simply means that Fin hasn’t provided an actual answer to the query yet, so it’s not clear if the issue is resolved.
Ticket description field
When a customer submits a ticket using the "Create a ticket" option, the ticket description is stored as a ticket attribute, not as a message in the conversation thread.
Fin only generates answers from messages the customer sends in the conversation. It can't access ticket attribute fields, including the ticket description.
For Fin to respond, the customer must send a message in the conversation before or after creating the ticket. Without a customer message, Fin has no input to work from and won't generate a reply so the conversation will be handled by your team or closed by an inactivity rule.
These are the key reasons Fin may not provide an answer, even when content is available.
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